Wallboards can help supervisors correct any issues in real time

Wallboards can give supervisors, contact centre agents and operators instant access to real-time statistics on a centralised display, and provide a clear view of key metrics.

Using quality monitoring and call recording systems to track agent performance, you can provide feedback or monitor calls in real time and, where necessary, intervene.

Appoint process owners to focus on continuous improvement

Getting your processes right and keeping them current relies heavily on the coming together of three different enterprise-wide initiatives:

Company policies and practices being up to date

Systems being integrated and well connected

A culture that fosters collaboration between departments

Unfortunately, most businesses are not geared up to achieving these three goals. The majority are structured around traditional models of vertically siloed departments that report into a managing director.

Forward-thinking businesses are now structuring themselves differently and putting in place process owners. These individuals have a cross-functional brief, and are responsible for ensuring processes are optimised, run effectively and continuously improved across all functions.

Test your customer journey regularly across all channels – including your Reception desk – and use learning points to continuously evolve your processes and improve the experience of customers in interacting with you.